Bot intent health overview

AI-generated summary

Genesys Cloud intent health provides tools to refine the health status of intents and improve utterances across supported languages. The feature displays intent health scores based on training data and offers recommendations to enhance utterance quality. Key performance data includes intent scores for each intent, recommendations to improve utterances (identifying potentially confused, duplicate, outlier, and overly long utterances), and a list of utterances ranked by severity count. Architect computes health only when no validation errors exist and assigns statuses—Very good, Good, Okay, Needs review, No data, Changes made, or New—to guide intent improvement. A minimum of two utterances is required to train an intent, with Genesys recommending at least five utterances; fewer than five returns a Needs review status. When utterances contain potential confusion, users can resolve conflicts by renaming, moving, or deleting the problematic utterances through the Utterance Confusion view. Genesys recommends reviewing all intents with particular focus on those with Okay or Needs review statuses to optimize bot performance.

Intent health helps guide you as you build out your intents and gives you the tools to improve more easily and accurately the performance of your intents and training utterances.

With intent health, you can refine the health status of your intents for supported individual languages. Use the view to see your intent health score based on your training data and analyze recommendations that help improve utterances that affect the health score.

The intent health view gives you key performance data, including these analysis points:

Intent score for each intent
Recommendations to improve each utterance, such as potentially confused utterances, duplicate utterances, outliers, and utterances that are too long
Recommendations to improve each utterance
The list of utterances in descending order of severity count

Note: Architect only computes health when no intent validation errors exist (for example, fewer than two utterances for the default language).

Health status

Architect provides the following health statuses based on NLU best practices and training data:

Very good
Good
Okay
Needs review
No data
Changes made
New

These statuses are meant for you to use as a guideline. Intent status indicates which intents may need improvement. Genesys recommends that you review all intents, with a focus on OK or Needs review intents. For more information, see Work with intent health.

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Utterance details from the Intents view

To train an intent, you must have a minimum of two utterances. Genesys recommends that you add at least five utterances. If you add fewer than five, the intent health returns a status of Needs review. If you add more than 20 utterances, the counter bar no longer appears, but the number of utterances remains.

Utterance confusion

An intent in Needs review status likely contains a potentially confusing utterance. Click to open the intent and, if an utterance includes a Potential Confusion message, hover over it and click Resolve Conflict to open the Utterance Confusion view. Here, you can rename, move, or delete potentially conflicting utterances. For more information, see Resolve utterance confusion in Work with intent health.